Anti-theft workers at 135 of the largest service sector firms in the measures on the machines further exacerbate these United States to provide one of the first examinations frustrations, as they often require workers to address of the relationship between self-checkout machines, constant false alarms, such as the notorious error of understaffing, and workers’ experiences of customer an “unexpecte. [...] Self-Checkout, Understaffing, and Customer Incivility 4 Workers who report self-checkout machines in their Now may be the time to step back and rethink the workplace are 14 percent more likely to never or rarely use of self-checkout machines, not just for the benefit be treated with respect by customers and 12 percent of customers and firms, but also for the workers who more likely to always or of. [...] Cutting back on the machines is a start, but more importantly, we must turn our Conclusions attention to the frustrations that the technology exposes, such as reduced staffing and customer The deployment of self-checkout machines in retail incivility, to create better experiences for workers settings, particularly in grocery stores, is a ubiquitous and customers alike. [...] First, we construct survey weights to adjust the demographic characteristics of the Shift survey sample to match the demographic characteristics of service-sector workers in the American Community Survey (ACS) for the years 2012-2021. [...] We align the ACS sample with the Shift sample by selecting workers in the ACS who are employed in the same occupations and industries as the Shift sample.
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- Pages
- 7
- Published in
- United States of America
Table of Contents
- Introduction 1
- Technology at Work 2
- Self-Checkout and Understaffing 3
- Self-Checkout and Customer Incivility 4
- Authors 5
- Acknowledgements 5
- Conclusions 5
- Methodological Appendix 6
- Presence of self-checkout 6
- Does your EMPLOYER NAME workplace use any of the following technologies to complete or assist with orders and sales Customers use self-checkout registers or apps in the store. 1 Yes 6
- 2 No 6
- Customer respect and bullying 6
- How often do you feel respected by. Customers 1 Never 6
- 2 Rarely 6
- 3 Sometimes 6
- 4 Often 6
- 5 Always 6
- How often are you bullied including things like being humiliated constantly criticized or excessively teased at work by Customers 1 Never 6
- 2 Rarely 6
- 3 Sometimes 6
- 4 Often 6
- 5 Always 6
- Understaffing 6
- At EMPLOYER NAME how often are there not enough people or staff to get all the work done 1 Always 6
- 2 Often 6
- 3 Sometimes 6
- 4 Rarely 6
- 5 Never 6
- Wave Self-Checkout Understaffing 7
